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Key performance indicators

Our UK Housing key performance indicators (KPIs) are reported on every year. Our KPIs are listed below and are also available in our Annual Report and Accounts 2017

KPI

Objective

Definition

2017

2016

2015

Customer satisfaction

We strive to maintain and improve our customer satisfaction scores at 90% or above.

Percentage of customers satisfied or very satisfied with the quality of their new home as measured by the National New Homes Survey undertaken by the NHBC on behalf of the HBF eight weeks after legal completion.

88%

85%

86%

Strategically sourced completions

We aim to source more than 40% of our completions from the strategic pipeline per annum in the medium term.

Number of completions which originally did not have planning permission when we acquired a commercial interest in them, expressed as a percentage of total completions.

53%

51%

47%

Owned and controlled plots with planning

We aim to maintain sufficient land in our portfolio to enable us to remain selective in future purchases.

The total number of plots that we either own or control, with some form of planning consent.

74,849

76,234

75,710

Conversion of strategic pipeline

We aim to convert on average c.6k plots per annum in the medium term.

Number of plots, which originally did not have planning permission when we took a commercial interest in the land, which we have promoted through the planning process and achieved some form of planning on. In this way we convert potential plots from the strategic pipeline to plots in the short term landbank.

7,863

9,519

8,660

Health and safety

We are committed to providing a safe place in which our employees and subcontractors can work and our customers can live.